Texting Your Hotel—The Next Evolution of Hospitality Customer Service
Customer service doesn’t take a vacation, and neither does the hospitality industry. Staff are always on call 24/7 to meet the needs of visitors and travelers, wayfarers and wanderers. But the needs and wants of customers are changing. Over 85% of travelers bring their smartphone with them when they travel, and 63% of U.S. travelers […]
OneReach Featured in Forrester Report
Big news! OneReach was recently featured in the Forrester report “Weave Support For Text Chat Into Your Omnichannel Customer Service Strategy.” We are honored to have been included and are in agreement with all of their findings.
If You Had Your Own J.A.R.V.I.S.: What Artificial Intelligence In Business Might Be Like
What’s the coolest part of the Iron Man movies? The elaborate fight scenes? The dream team-ups? Tony Stark’s acerbic wit? At OneReach, some of us think the coolest part of the Iron Man movies is the artificial intelligence that helps power Tony Stark’s armor and business operations. That’s right—we’re talking about J.A.R.V.I.S., Tony’s occasionally sassy […]
All Call Center Metrics Are Important. But Have You Tried Using This One?
There are a lot of call center metrics out there that measure customer satisfaction—CSAT, Net Promoter Score (NPS), even First Call Resolution (FCR). The way they measure satisfaction is different, but the end result is the same—to make sure the customer is happy. But what if I told you there was a call center metric […]
I Tried To Text Domino’s for Pizza And Had a Horrible Customer Experience
Tired of ordering pizza over the phone? Domino’s understands—that’s why they’ve launched AnyWare, letting you “order your favorite oven-baked goodness on your favorite devices.” I’m not going to lie—this is a pretty awesome use case (in theory). With AnyWare, you can text, tweet and even use your Smart TV to order pizza and more, and […]
Smart and Fast Fixes for Your Business, Part 3 — Save Money and Reduce Hold Time With Channel Pivot
To view the first post in the series, click here. To view the second post in the series, click here. What’s the one thing small businesses are most concerned about? If you said money, you’re on the right track: over 45% of small businesses cite growing revenue as their top concern.
OneReach Crafts Unique Campaign With Stella Artois
Are you ready to say bonjour to the simple life? Stella Artois thinks so. OneReach recently collaborated with Stella Artois, ad agency Mother New York and production company Stopp to create a unique user experience for Stella Artois web visitors. To promote their Hamptons Picnic Properties sweepstakes, Stella Artois provided users with an interactive experience where users could chat with brand ambassador Le […]
Strengthen Your Disaster Response Efforts With SMS
Three weeks ago, a devastating 7.8 magnitude earthquake hit Nepal, killing 7,000 people and displacing millions. Homes were leveled, monuments were reduced to rubble, and a people were shaken. In the hours that followed, aid organizations rushed into action, mobilizing medical personnel and rescue workers in response to the crisis. Organizations like Doctors Without Borders […]
Why Cities Should Let Residents Text 311
In the past, business SMS focused on marketing programs and simple notifications. That’s changing. There is now significant consumer demand to text a business for customer support. This extends to the public sector–large cities are starting to provide text messaging services to their residents for 311 service. This is partially in response to consumer demand […]
[INFOGRAPHIC] Implementing the Omnichannel Experience
Companies are connecting with customers in more ways than ever, but when it comes to customer support, many businesses still rely on just phone or email. While these are important channels, customers are beginning to expect more options from the companies they do business with. Customers ultimately expect businesses to support how they want to communicate — […]